目的 优化数字就医的老龄包容性体验,完善需求设置合理性,为系统优化提供理论支撑与设计导向。方法 通过服务走查法和建设性交互法进行实地调研,结合行为观察与问卷访谈,构建老龄用户就医旅程图,筛选出包含学习需求、容错需求等的七大类需求,共计25个初始需求项。基于 KANO 需求分类构建 AHP 模型,经专家评分与一致性检验后,计算各需求权重及综合排序,最终形成老龄用户数字就医需求层次塔。同时分析年龄段、受教育程度、独居情况、基础病情况、手机使用时间、网络体验、就医频次等自变量与需求的相关性。结果 需求类别排序中,提供休息、广告弹窗屏蔽、操作步骤成功提醒等需求的重要度排序靠前,同时自变量网络体验与各项需求满意度的相关性最高。结论 构建了老龄用户需求层次塔,从分层满足需求、三类触点协同优化、用户画像精准配置、数字素养提升与包容性设计协同演进等角度提出数字就医老龄包容性服务设计策略,为老龄用户数字就医系统的侧重点优化提供理论依据。
Abstract
The work aims to optimize the age-inclusive experience of digital medical services, improve the rationality of demand configuration, and provide theoretical support and design guidance for system optimization. Field research was conducted with service walk-through and constructive interaction methods. Combined with behavioral observations, questionnaires and interviews, a medical journey map for elderly users was constructed. Seven categories of demands including learning demands and fault tolerance demands were identified, covering a total of 25 initial demand items. Based on the conclusions of the KANO analysis, an AHP model was constructed. Following expert scoring and consistency testing, the weight of each demand and the comprehensive ranking were calculated, ultimately forming a hierarchy of digital medical demands for elderly users. Concurrently, the correlation between independent variables including age group, educational attainment, living alone status, underlying medical conditions, mobile phone usage time, internet experience, and frequency of medical visits and user demands was analyzed. Among the demand categories, the importance of demands such as rest, ad pop-up blocking, and successful operation step reminders ranked highly. Among all variables, internet usage experience showed the most significant correlation with satisfaction levels across all demand categories. A hierarchy of demands for elderly users is constructed. From the perspectives of hierarchical demand satisfaction, collaborative optimization of three types of touchpoints, precise configuration of user portraits, and coordinated evolution of digital literacy improvement and inclusive design, service design strategies for age-inclusive digital medical care are proposed, providing a theoretical basis for targeted optimization of digital medical systems catering to elderly users.
关键词
KANO /
AHP /
数字医疗 /
老龄包容性 /
数字素养
Key words
KANO /
AHP /
digital medical care /
age inclusiveness /
digital literacy
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基金
国家重点研发计划（2024YFC3607700）; 北京市科技计划项目（Z231100003823029）
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